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Improving Consumer Access to Payment Services through ATM Kiosks


Self-service payment channels and unattended kiosks such as Automated Teller Machines (ATMs) have the advantages of speed, convenience, and availability. Just as ATMs have been used to reach the un-banked and under-banked geographies and increase regulated financial penetration, they can also be used to provide consistent payment solutions and enhanced retail experience, irrespective of the location.

Globally, enterprises are adopting cost-effective strategies to address their rising costs of customer services, without compromising on their customer service quality. At the same time, emerging economies are witnessing an increase in the demand for financial and non-financial products and services. Enterprises need to provide these offerings at lower costs and at locations with limited infrastructure development and consumer literacy. All of these challenges can be addressed with a single solution − ATM adoption.

ATMs can be more than mere cash dispensers. Some of the value added services that could be provided using ATMs include:

  • Web ATMs
    Web ATMs refers to the various technologies that are used to link the ATM networks and the internet. Such technology enables ATMs to not only connect to interbank ATM networks but also to other networks for e-commerce like bill payments, advertising, credit card payments, etc. This also enables quick and easy deployment of software and updates to individual kiosks.
  • White-label ATMs
    The ownership of white-label (WL) ATMs lies not with any financial institutions (FIs) but with third parties called independent ATM deployers (IAD) who deploy them and generate revenues by charging fees for every transaction. This concept is prevalent in the Americas and the UK and is gaining acceptance in emerging economies as well. WL ATMs accept cards from multiple banks and, apart from regular features, also offer value-added services such as remittances, travel ticketing, and third party advertisements.
  • Modified or Enhanced ATMs
    Many ATM vendors in emerging economies have devised specialized machines embedded with biometric devices for authentication. These ATMs offer the option of multiple languages, including the local language. This provides greater ease of use for the rural population or not-so-tech-savvy users, which in turn enables wider ATM acceptance and usage, even in remote and less developed areas.

Though banks and other financial institutions can leverage ATMs for a multitude of services, a number of challenges need to be addressed, like security, IT infrastructure, and regulatory norms.

Read on to find out how banking and other enterprises can tap the versatility of ATMs to provide a range of value-added services to their customers irrespective of their geographical locations.